Customer Service Store Manager

KENNETH J KNOX

***** ********* ****** **., ******, MD 21838 / 410-***-**** / *********@*****.***

SUMMARY

Customer-oriented General Manager with 42 years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.

Skills & Abilities

Policy/Program Development and Improvement

Employee Development/Team Building

Cost analysis and savings

Sound judgment

Purchasing and planning

Recruiting and hiring

Supervision and training

Customer Service Relationship Development and retention

Schedule management

Profit and loss accountability

Inventory management

Business operations

Invoice generation

Problem resolution

Planning and coordination

Administrative support

Customer Transportation

Experience

SHUTTLE DRIVER POHANKA AUTO GROUP (SALISBURY MD) OCT 30, 2020 – JULY 28, 2022

Transporting customers from Pohanka’s service departments to and from desired destination

General maintenance & upkeep of shuttle vehicle including fueling, cleaning & sanitation

Utilizing radio for communication with dispatch

Utilizing GPS for accurate location of customers

CENTRAL STORE MANAGER ACME (SALISBURY MD) SEPT 2016 – DECEMBER 2020(RETIRED)

Monitor supplier operations to verify quality, delivery schedule and conformance to contract specifications.

Boosting profit opportunities, conducting cost, schedule, contract performance, variance and risk analysis procedures for corrective action.

Identified sales opportunities by analyzing incident rate reports and increasing sales.

Monitor inventory levels on a daily basis and place new orders for merchandise to keep supply well-stocked.

Create dynamic displays of new merchandise to catch attention of store customers.

Facilitate buying process by providing outstanding customer service and maintaining loyal, long-term customer relationships.

Engage professionally with vendors and customers to build rapport and nurture relationships.

Meet operational objectives by establishing qualified staff, promoting adherence to company policies and regulations and providing outstanding customer service.

Collaborate with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Lead team of 16 employees, supervising all operations including scheduling, and reduce process lags by effectively training and managing employees to optimize productivity.

Conduct staff evaluations and determine promotions and realignments or reductions in workforce.

CENTRAL STORE MANAGER GIANT FOOD (SALISBURY, MD) MAY 1978 – SEPTEMBER 2016

Restocked inventory upon shipment arrival and checked merchandise into system to maintain accurate records, rotating inventory from oldest to newest to maintain fresh stock.

Updated store pricing, signage and merchandising to promote specials, sales.

Oversaw merchandising and displays, signage, decorations and cleaning to maintain safety and readiness for customers.

Reorganized sales floor to optimize customer flow and improve product visibility.

Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.

Hired, trained, scheduled and evaluated performance for 16 associates and determined promotions and realignments or reduction of workforce, effectively reducing process lags.

Fostered strong relationships with store customers and suppliers by engaging in and maintaining communication.

Resolved customer problems by investigating issues, answering questions and building rapport.

Built loyal customer base by delivering excellent service and stocking in-demand or special-order items.

Generated repeat business by responding to customer concerns with friendly knowledgeable service.

Shared product knowledge with customers and offered personal recommend upselling and cross-selling goals.

Worked closely with upper management to formulate and build store brand.

Oversaw inventory management through cycle counts, audits and shrinkage.

Assisted negotiation with vendors and suppliers to reduce cost.

Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Contributed to merchandising ideas at team sales meetings to increase sales.

Met budget targets by controlling expenses and eliminating wasteful behaviors.

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